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Professional tips on coaching and mentoring your employees to a better client experience- Lorenzo Victory

Acquiring Clients- How do you acquire clients? How hard do you work at it? Do you make phone calls, outside calls or word of mouth ? The answer is amazingly simple. If done correctly, Just 1 customer acquired can and should result in 6 – 8 referrals back from that customer over the course of that relationship. Six to eight !! Maybe more ! Do the math on what the other 6-8 can bring you if you handle that relationship correctly and they are satisfied. So what have we discovered?  Client satisfaction is key – Relationship is essential. All from on client contact. All from one call- And all you did is ask for a referral. Imagine what 10 separate satisfied clients or contacts will do for your bottom line.

 

Plain old customer service- Yes- We are all in a sales oriented world. We know that- The customer knows that- hell, sometimes , we are the customer. But, as a customer, several things need to occur. Number one, my adviser- or sales person- needs to determine my needs.(NOT , read my mind), but help me to determine what I may not even know I need. They must have my best interest at heart- not theirs. They must be professional and confident and knowledgeable and friendly. They must the courage to speak the truth and be honest about my financial future. Mostly, they must treat me like a normal person- like a customer- and a friend- using their first name. They must have rapport with them intelligently conversing while conducting business and knowing how to combine the two. –NOT treating them like the guy that owns multiple businesses with a huge bank account and the interaction comes across looking fake and unprofessional. Customers want REAL. Customers  want a real person to interact with that knows them and their history.  This is what clients want. This is how they really want to be treated. Treat them like you want to be treated.

 

Putting the customer at ease-Putting the customer at ease is so easy, however some-make it a challenge. Whether you’re dealing with a retail or corporate client –or a prospect- the process is typically the same. Let’s face it- initially when we  1st meet a new customer or prospect, it’s a little awkward for many of us. They may be a little short on time- They don’t really know you, don’t really want to and don’t really care- unless- they have a pressing need or some reason to talk to you – right?  Every single time you meet someone new, always put the ball in their court. Introduce yourself-maintain eye contact- give a short 10 second intro – Hi Mr- Brown,  how are you, My name is Larry N , Im with Key—How are you today?  Now, if this was a preset appointment- ask and say- This will probably take about 20 -30 minutes of your rime, and I value your time- are we still ok on time ?  If this is a cold call/prospect.  Simply- build rapport- How are you, Im Larry N with Key—I do value your time and this isn’t a sales call- I’m not sure what company you’re  with or if you’re satisfied with your current situation but if anything should change- please give me a call. This way we can discuss what we have to offer. (sometimes this approach initiates a conversation). But its non invasive

 

 

 

Outside Business call-Crucial to successful calling are pre-call plan sheets- why? Because simple cold calling or just stopping in without any planning at all just doesn’t work. Sure- we might get business by swinging in on occasion and visiting. Timing is everything after all. But truly succeeding at outside calling is proper planning. . Doing your homework about the business 1st not only is crucial to your success- it will also impress the business owner that you know about his history , sales , business type, competitors etc. Know your customer and prospect and you will gain a huge advantage over your competitor.

 

Succeed in retail and small business- The biggest advice I can give to succeeding and surviving in the small business and retail world is know your customer- treat them right- follow up-follow up –follow up-just be a normal person that cares about their customers. One that is always doing what’s in the best interest of their client, not for yourself, and you will last for dozens of years in this business.

 

Overcoming objections- Overcoming objection is much simpler that people make it. If we are trying to convince a client to buy a product that is 100% fantastic and beneficial to the customer and you believe in the product 100%- showing the features and benefits to that customer and the confidence that you portray will show. It will be much much easier to overcome any objection with that client. “ What is it about this product that concerns you? What questions do you have?. I’ll address them. And you simply do it effortlessly . But- if you even have 1 doubt as to the validity of the product- one concern that the product isn’t that great, then how can you convince anyone else to buy it? How can you convince anyone that this product is a great product for them and they should buy it?  Naturally they will have objections . Solution- Be confident in the product you are selling the client. Make sure it’s the best most suitable for them. Always have integrity, be honest and be confident. Then- you greatly minimize any objections that may arize and any that may come up can be easily handled.

 

You are now ready to take on the easy world of prospecting.